QESTLab Internal

Incident Workflow for Products (Development Team)

The attached document outlines the guidelines and procedure for the investigation of QESTLab 3.3 Incidents by Products. Please familiarise yourself with the document. If required, print a copy and keep it handy.

As of now, the investigation of Incidents takes priority over Bugs and CRs unless told otherwise.

NOTE: For the time being all external correspondence (i.e. from Products to a customer) needs to be directed through a manager. This should change in the future.

The attached document contains a section on “Public Information”; I’d like to reiterate the importance of knowing which fields these are so that we don’t enter any information that was not intended for the customer in them.

Incident Workflow for Products (PDF)

Emailing Customers

When sending emails that are intended to be passed on to a customer then please CC the Customer Manager (in addition to the HelpDesk) too. When appropriate, Vaiju should also be CCed on such mails.